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  • 1.  Report showing calls offered

    Posted 06-06-2022 10:20
    No replies, thread closed.

    Product: Genesys Cloud

    Hello everyone,

    I've recently been tasked by one of our supervisors to show a report every week that shows each of our agents in a particular phone queue with the data of 1) How many calls were presented to each agent and 2) How many calls they actually answered.

    The preconfigured report "Agent Metrics Report" does not have this particular information. I've also looked at the "Queue Metrics Report", but this shows only a collection of all agents in the queue and not the individuals.

    Can anyone tell me if there is a preconfigured report that I have not found (I'm pretty sure I've viewed them all) that might have this info. Or, is there a way to customize a report to show the information my supervisor is looking for?

    Thanks in advance for any help,

    -Ryan


    #Reporting/Analytics

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    Ryan Libbert
    Preferred Managing Agency, LLC
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  • 2.  RE: Report showing calls offered

    Posted 06-06-2022 13:31
    No replies, thread closed.
    Ryan,

    The best way I can think to do this.  Go into Workspace, and select Queue Performance.  Drill into the queue you are looking for, and then click on the agents tab.  You can add the Alert column and answered column if they are not there.  Then filter the by the queue you are looking for (by default, it shows all the calls for the agents.)

    Then you would be able to export this data.  


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    Jason Tripp
    Independent Health Association, Inc.
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  • 3.  RE: Report showing calls offered

    Posted 06-07-2022 08:50
    No replies, thread closed.
    In addition to Jason's suggestion, you can also do this in the agent performance screen by comparing alert to answer.  Alert will be the number of times the agent was offered a call and answer would be the amount of times they actually picked it up.  Agent performance can be filtered by queues, skills, languages, direction, etc.

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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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  • 4.  RE: Report showing calls offered

    Posted 06-08-2022 09:32
    No replies, thread closed.

    I would add to this a little bit.  Be sure to keep an eye on Handled as well.  In Genesys Cloud, there is a pretty big difference between Answered Calls and Handled Calls, especially in the event of transfers.

    More Information can be found here:
    https://help.mypurecloud.com/faqs/what-is-the-difference-between-the-answered-and-handle-metrics/

    If your supervisor only cares about how many calls the agent answered directly out of a queue (as opposed to transfers from another agent, etc.), you are good to go.  But if they are curious about ALL possible calls they were presented with, Handled may be a better metric.




  • 5.  RE: Report showing calls offered

    Posted 06-14-2022 16:01
    No replies, thread closed.
    Good point Trent.  Do you know whether the Alert count includes non-ACD calls presented to the agent or only ACD calls?

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    Bruce Lambert
    Bright Horizons Family Solutions LLC
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    Original Message


  • 6.  RE: Report showing calls offered

    Posted 06-14-2022 16:17
    No replies, thread closed.
    Alert metrics are counted on non-ACD and ACD conversations.  However alert metrics can be filtered by queues.  The agent performance view has an ACD Yes/No filter option to filter out metrics that are non-ACD.

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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
    ------------------------------

    Original Message


  • 7.  RE: Report showing calls offered

    Posted 11-02-2022 07:19
    No replies, thread closed.
    Hi Team -

    I found this thread and was very interested as one of my Customers has asked the same thing ... thanks for the tips!

    However, in most cases, I've noticed that the values don't add up ... that is, 'Alert' is usually greater than 'Alert No Answer' plus 'Answer'.

    How do I account for the discrepancy?

    Cheers!


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    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific Pty. Ltd.
    ------------------------------

    Original Message


  • 8.  RE: Report showing calls offered

    Posted 11-02-2022 12:07
    No replies, thread closed.
    Malcolm,

    The discrepancy can depend on the context you're using with the type of filters you have applied, the interval span, and the interval granularity the view is displaying.  General guidelines to theorize why this may happen tends to lead down a road that brings on more general questions without a real confidence to explain what you may be seeing.  That type of question is best answered by support so we can pick through an example to break down what is being counted where to get you that precise answer and ensure our metric calculation logic doesn't have an issue that needs to be addressed.

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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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    Original Message


  • 9.  RE: Report showing calls offered

    Posted 03-14-2025 13:01
    No replies, thread closed.

    Thank you all. This thread has been very helpful. I am new to Genesys and basically had to take over when someone left the company and I didn't receive much training and have limited resources. 



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    Rhonda McMurphy
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